iBuildNew Group (incl. iBuyNew) is a proptech platform business connecting customers looking to buy off-the-plan or new-build properties with relevant offerings from builders and developers.It is the #1 search portal in the new-build property sector.Covering both businesses as well as the B2C, B2B and partnering sides of the platform, the CPTO role is responsible for leading the product, design & engineering capabilities across the group.

Continuing on from the HO Digital - Customer Acquisition role, my accountability expanded to also include the customer servicing platforms, with key goals being to enable cross-sell to existing customers as well as drive more consistency, alignment and reuse across the digital customer engagement platforms & experiences.Key achievements:- Improved customer digital self-service capability, reducing call centre volumes and increasing NPS- Developed a platform-centric target operating model for the entire Technology business unit, featuring autonomous ‘build & run’ platform teams, service definition, capacity funding and clear measures of success.- Created ‘laddered’ OKRs to ensure strong outcome alignment from team level to exec level.- Led the design & build of the first Latitude Pay (buy now, pay later) features into the Latitude native mobile app, improving customer self-service experience for that product.- Spearheaded Latitude’s efforts to create a digital shopping experience to better connect Latitude customers with Latitude merchant partner deals and offers.

Responsible for leading a cross-functional tribe of 40+ product managers, engineers, designers, scrum masters, etc. to improve Latitude’s digital customer acquisition platforms and experiences with the goal of improving customer acquisition rates across all Latitude products.Key achievements:- Designed and implemented a new operating model, aligning squads with platforms along the customer lifecycle (discover, apply, onboarding, etc)- Established an OKR framework, with targets aligned across key commercial stakeholder groups across the product portfolio.- Developed and commenced implementation of a digital customer acquisition platform strategy to move from the current siloed product-centric platforms to a single, flexible customer-centric platform.- Targeted ‘quick wins’ to improve customer acquisition rates on existing platforms, including building a ‘soft quote’ capability that markedly improved the conversion rate of personal loan customers.

Accountable for driving customer-centric change initiatives across AusPost to transform the ways of working for our product and delivery teams.Re-engineering of our product commercialisation/go-to-market processes to maximise business and customer value throughout the product life cycle.

Responsible for leading a tribe of 40 x DevOps engineers within the Product Engineering (PE) group to deliver, run & evolve some of AusPost's most innovative and trusted digital products, ranging from identity to payments.This was a very diverse landscape in terms of product, tech and delivery, with some teams using lean startup and Google Firebase to rapidly prototype with customers, whilst others were doing multiple deployments a week in a PCI-compliant payments environment.Key achievements:- Championed the adoption and use of advanced cloud technologies such as AWS Lambda (serverless) and machine learning, reducing costs whilst improving our products and their security posture.- Supported the use of platforms such as Google Firebase to enable rapid and cost-effective prototyping.- Developed the engineering strategy for trusted solutions & payments & financial services.- Led initiatives to improve female representation in our tribe, including position description screening, unconscious bias training and sponsoring female leadership programs.- Implemented Spotify team health-check model across our tribe and implemented numerous changes based on team feedback (e.g. free up time in iteration to clean up codebase)

Lead the development and management of Australia Post's digital delivery (DevOps) products and services.Key achievements:- Used lean startup and agile methodologies to rapidly test and validate desirability, feasibility & viability of potential products and services.- Informed AP's DevOps tooling technology choices and roadmap.

Responsible for the overall delivery of cloud services across the enterprise, including vendor and service team management.Key achievements:- Delivery and ongoing management of AP's enterprise AWS environment and orchestration tooling.- Migration of key digital AP assets from existing managed-hosting provider to AWS.- Drove cloud adoption and successfully implemented a 'cloud first' policy.

Responsible for end-to-end delivery of various infrastructure solutions in support of business projects.Key achievements:- NetApp SAN migration of critical production business systems.- Commissioning of site-based infrastructure and networks at newly acquired parcel centres.

Managing the Infrastructure Operations team and governing Tabcorp’s outsourcing vendors to deliver end-to-end infrastructure services to the business.Responsible for the management of all Tabcorp storage and compute infrastructure and data centre facilities.Govern Tabcorp’s infrastructure and data centre support vendors and drive operational excellence.Liaison between business stakeholders and Tabcorp’s outsourcing vendors ensuring business needs are being met.Ensure compliance with all government regulatory requirements related to Tabcorp’s infrastructure and data centres.Key stakeholder and technical lead on many Tabcorp infrastructure projects and initiatives including: - Enterprise backup & restore (EBR) - Enterprise SAN - Data centre relocation - Implementation of Tabcorp’s private cloud FlexPod solution, including orchestration. - Company-wide infrastructure audit and report for Tabcorp’s demerger - Significant business risk reduction through implementation of a ‘red flag’ infrastructure risk reporting and remediation process

Managing a team of support technicians and responsible for all facets of NDY IT infrastructure in the UK region (London & Manchester) with a user base of 200.Responsible for configuration & maintennence of a 10 server multi-site environment.Managing tiered storage and backups to ensure adequate data capacity and redundancy.Conduct asset verification, tracking and reporting to the business.Manage all external IT vendor contracts including data links, PBX, mobile phones, copiers, desktop/server hardware and software. Identify any areas where cost savings can be made.Manage a team of 3 support analysts to ensure delivery of a quality and robust IT service to the business.Agree, implement, monitor and review SLA's with external vendors and key stakeholders.Manage and implement both UK and global IT projects across the NDY Group including the build and rollout of a multi-site distributed building information modelling (BIM) system.Meet regularly with Directors and key stakeholders to discuss and align IT strategies with current and future business direction.

Working as an IT consultant providing and managing complete ICT infrastructure and software solutions for businesses, managing 2 junior client support analysts, as well as being responsible for all TeB internal ICT infrastructure.Providing expert consultancy and project management in ICT hardware, software and network solutions to TeB's clients, including Virgin Management and Anglo American Mining.